Service Level Agreement (SLA)
Availability, support, and maintenance commitments for Towasal.
Target uptime: 99.9%
Support: 24/7 for Gold
We monitor WhatsApp and Instagram APIs continuously so your agents can take orders even when your team is asleep.
1. Availability
We commit to 99.9% monthly uptime for message processing, catalog sync, and analytics (excluding Meta outages or force majeure).
Planned maintenance is announced 48 hours ahead and scheduled during low-traffic windows.
2. Support response targets
- Gold: 15-minute acknowledgement, hourly updates, WhatsApp escalation.
- Silver: 1-hour acknowledgement during business hours, next-business-day resolution for non-blockers.
- Bronze: 1 business day response via email or live chat.
3. Remedies
If we miss the uptime target you receive service credits (5–15% of monthly fees) applied to the next invoice. Credits require a written request within 30 days.
4. Customer duties
You must maintain valid WhatsApp Business API access, provide emergency contacts, and configure failover numbers when recommended.
We may pause the SLA if third-party systems (payments, e-commerce platforms) are unavailable.
